5 Communication: Verbal and Nonverbal Lesson 1: The Communications Process

Lesson Objectives Lesson Objectives Upon completion of this lesson, students should be able to: Define and spell the terms for this chapter. Explain the importance of communication in health care today. Define the terms values, attitudes, and behavior, and explain their roles in self-awareness. 2

Lesson Objectives Lesson Objectives Upon completion of this lesson, students should be able to: Compare and contrast verbal and nonverbal communication. List five examples of nonverbal communication conveying impatience. 3

Critical Thinking Question How might you describe an individual who has a holistic approach to medicine?

The Holistic Approach to Medicine Holistic medicine focuses on the whole patient Addresses patient's social, emotional, and spiritual needs, as well as physical needs Treats everyone with respect, dignity, and courtesy

Interpersonal Dynamics Self-Awareness Character: sum of values, attitudes, behaviors a person exhibits Values: set of standards a person uses to measure the worth or importance of someone or something Attitudes: opinions that develop from our value system

Interpersonal Dynamics Self-Awareness Prejudice Preformed unfavorable belief or attitude toward members of a certain culture or group while having little or no experience with or information about the culture or group Behavior The actions others see, is based on our attitudes

Learning Styles Auditory Visual Learn by hearing Difficulty retaining information presented in written format Visual Learn by seeing Visuals aids helpful 8

Learning Styles Kinesthetic Involves movement and assimilates knowledge through hands-on activities 9

The Communication Process SMCR S stands for the sender of the communication M represents the message C indicates the channel or method by which the message moves from sender to receiver R stands for the receiver of the message 10

FIGURE 5-1 Face-to-face communication is the richest channel to relay a message from the sender to a receiver.

Verbal and Nonverbal Communication Spoken words Sounds Tone of voice Word selection Positive attitude 12

Verbal and Nonverbal Communication Empathy Ability to understand what patient is feeling because you have experienced the same feelings. 13

FIGURE 5-4 Empathy draws a more positive response from the patient because it is based on the willingness of the medical assistant to understand what the patient is experiencing.

Verbal and Nonverbal Communication Sympathy Acknowledging patient's feelings and difficulties even though you have not had the same experience or can't really imagine yourself being in that person's position. Pity is feeling sorry for a person. 15

Verbal and Nonverbal Communication Facial expressions Gestures Body language Eye contact Grooming Mannerisms 16

FIGURE 5-2 Nonverbal communications convey strong, powerful messages that may be negative or positive.

Verbal and Nonverbal Communication Communication Messages Conveying Impatience Interrupting people when they are speaking Answering telephone calls curtly Finishing another person's sentence Rushing the patient 18

Verbal and Nonverbal Communication Communication Messages Conveying Impatience Looking at your watch or the clock Doing two things at once Not looking up from your work when someone approaches Rushing around the office 19

Questions? 20